Customer Experience Representative

1 day ago

Grand Forks, North Dakota, United States Midco Full time
Customer Experience Specialist

Midco is seeking a highly skilled Customer Experience Specialist to join our award-winning customer service team. As a key member of our team, you will be responsible for providing exceptional customer service to our customers, resolving issues, and creating a positive customer experience.

Key Responsibilities:
  • Connect with customers to troubleshoot and resolve phone, cable, and internet services.
  • Resolve customer issues and relieve concerns regarding billing.
  • Answer questions and educate on services and features.
  • Listen and collaborate with the customer to maintain their business and create a positive customer relationship.
  • Record customer transactions accurately by dispositioning each contact.
  • Document each contact by keeping records of customer interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken.
  • Prepare work orders for customer-related issues which may include but are not limited to a variety of service changes and trouble calls.
  • Follow up with customers in a timely manner when necessary.
  • Support Field Support Technicians by answering questions, troubleshooting, order entry, and documentation during install and trouble call service appointments.
  • Serve as Midco's professional representative when communicating with customers in every channel.
  • Train as requested to develop and broaden skill sets and to support customer demand.
  • Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in carrying out customer service functions and other areas of responsibility.
  • Apply a positive customer service attitude in interactions with all internal and external customers.
  • Follow and serve as a role model in displaying Midco's Core Values and Leadership Success Drivers.
  • Adhere to Midco's privacy guidelines to ensure each customer's privacy.
  • Maintain regular attendance as required by your position.
Requirements:
  • High school diploma or GED required.
  • Customer service experience preferred.
  • Basic typing and email skills required.
  • Comfortable using technology, including the internet and applications.
  • Exceptional communication skills, both verbal and written.
  • Ability to adapt and excel in a fast-paced work environment.
About Midco:

Midco is the leading provider of reliable, high-speed internet via fiber and fixed wireless technology, serving 460,000 homes and businesses in 400 communities across the Midwest. We provide exceptional customer experience and a superior network, while being a force for good in the communities we serve.

We offer a great benefits package, including medical, dental, vision, PTO, and FREE Midco TV and internet. We also offer opportunities for professional growth and development, as well as a fun and supportive work environment.

Midco is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, protected Veteran status, age, marital status, status with regard to public assistance, familial status, membership or activity in a local commission, or any other characteristic protected by law.

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